AI Settings

Configure AI-powered ticket features for your helpdesk. When enabled, OpsPilot AI assists with ticket handling to improve response times, resolution quality, and technician productivity.

Note: OpsPilot AI features are available on the Professional plan and above. AI processing uses your tenant data to provide context-aware suggestions.

AI-Powered Features

Auto-Categorization

AI automatically categorizes incoming tickets by type (e.g., password reset, email issue, device problem). This ensures tickets are routed to the correct queue and technician without manual triage.

Suggested Resolution

Based on similar past tickets and your knowledge base, AI suggests solutions that technicians can review and apply. Resolution suggestions include step-by-step instructions and links to relevant documentation.

Knowledge Article Linking

When a ticket matches content in your knowledge base, AI automatically links relevant articles. Technicians can share these articles with customers directly from the ticket view.

Response Drafting

AI drafts customer-facing responses for technician review. Drafts are based on the ticket context, resolution steps, and your configured communication tone. Technicians can edit before sending.

Escalation Prediction

AI identifies tickets that are likely to escalate based on patterns such as repeated contacts, sentiment analysis, SLA proximity, and issue complexity. Flagged tickets appear with an escalation warning.

Configuration Options

Control how AI features behave across your ticketing system:

Setting	Description	Default
Auto-Categorization	Enable AI ticket categorization on creation	Enabled
Confidence Threshold	Minimum AI confidence to apply auto-category	80%
Suggested Resolutions	Show AI-generated resolution suggestions	Enabled
Knowledge Base Sources	Select which KB sources AI can reference	All sources
Response Drafting	Enable AI response draft generation	Enabled
Drafting Tone	Communication style for AI-generated responses	Professional
Escalation Prediction	Flag tickets likely to escalate	Enabled
Auto-Assign	Use AI to suggest or auto-assign technicians	Disabled

Ticket Context Sidebar

When viewing a ticket, the right sidebar shows AI-enriched tenant context:

User Quick View — If ticket is about a user, shows their profile, MFA status, licenses
Device Quick View — If about a device, shows compliance status, installed apps
Recent Activity — Audit log entries related to the affected user/device
Similar Tickets — Past tickets with similar issues for reference
Quick Actions — Reset password, sync device, revoke sessions without leaving the ticket

SLA Integration

AI settings work alongside SLA management. Define SLA targets by priority:

Priority	First Response	Resolution
Critical	15 minutes	4 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	24 hours	72 hours

SLA times are configurable. Business hours and holiday calendars are supported. AI escalation prediction factors SLA proximity into its risk assessment.

PSA Integration

AI features work with tickets synced from external PSA platforms:

ConnectWise Manage — Full sync of tickets, time entries, and service boards
Datto Autotask — Sync tickets and notes with queue mapping
HaloPSA — Ticket sync with status mapping and custom workflows

Warning: AI categorization may conflict with PSA-assigned categories. Configure category mapping in the PSA integration settings to prevent mismatches.

Ticket Creation Sources

AI features apply to tickets regardless of how they are created:

Manual — Click “New Ticket” and fill in the form
From Alert — Security or health alerts can auto-create tickets
Client Portal — End users submit tickets through the client portal
Email — If email integration is configured, emails to support address create tickets
PSA Sync — Tickets created in your PSA appear automatically
API — Programmatic ticket creation via REST API

Best Practices

Start with a high confidence threshold (90%) and lower gradually as you validate accuracy
Review AI-suggested categories weekly during initial rollout
Train the AI by correcting miscategorized tickets — this improves future accuracy
Use response drafting for common ticket types to maintain consistent communication
Monitor escalation predictions to proactively address at-risk tickets

API Reference

GET /api/msp-portal/tickets — List tickets with AI-generated metadata
POST /api/msp-portal/tickets — Create a new ticket (AI auto-categorizes)
GET /api/msp-portal/tickets/:ticketId — Get ticket details including AI suggestions
PUT /api/msp-portal/tickets/:ticketId — Update ticket (status, assignee, priority)
POST /api/msp-portal/tickets/:ticketId/comments — Add a comment (public or internal note)